Outage Handling Policy

Leaptel is committed to providing great customer service, especially when you need it most, such as in the event of a service outage.

During a typical outage Leaptel keeps impacted customers informed with the latest updates via our Members Portal, Service Status page and direct communications by email or SMS.

A major outage is when there is an unplanned adverse event impacting our telecommunications services which:

• prevents customers from establishing or maintaining connection, and
• has lasted longer, or is expected to last longer, than 60 minutes, and
• affects, or is likely to affect:
  • 100,000 or more services, or
  • all services supplied on a network in a state or territory.

During a major outage Leaptel will provide notice of the outage, and updates of any material change to the outage status, as soon as is practicable. If a major outage is ongoing without material change, Leaptel will provide updates at least once every six hours during the first day of the issue being reported, and at least once a day thereafter.

Our major outage communications will include:

• The scope of the outage, or when there is uncertainty, the suspected scope. This includes both the locations and types of services impacted (e.g., voice or data service).
• The cause of the outage, except in cases where the cause is unknown at the time of the communication or disclosure of the information would create a security risk.
• The estimate timeframe for restoration of services and a timeline for the next update.

This major outage information will be made available via:

• our website, on the Service Status page,
• our primary social media accounts,  Facebook, Instagram, and
• direct email communications.

In addition to these modes of contact, updates to customers may also be made by SMS and the Members Portal.